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Plenary Panelists

Marlene Santos
Vice President, Customer Service
Florida Power & Light


Vicki Smith-Daniels
Professor of Operations and Supply Chain Management
Faculty Chair, Emerging Graduate Programs
Indiana University


David Zambrana
University of Miami Hospital

Mary Jo Bitner
Professor and Edward M. Carson Chair in Service Marketing
Executive Director, Center for Services Leadership
Arizona State University


Ray Fisk
Professor and Department Chair of Marketing
Texas State University

Lia Patricio
Assistant Professor
Department of Mechanical Engineering and Industrial Management
Faculdade de Engenharia da Universidade do Porto (FEUP)

Anders Gustafsson
Professor of Business Administration
Service Research Center
Karlstad University, Sweden
    School of Business Administration
    P.O. Box 248027, Coral Gables, Florida 33124-6520
TEL: 305-284-4643
FAX: 305-284-6526
GRADUATE: 305-284-2510
UNDERGRADUATE: 305-284-4641